VP, Account Delivery & Customer Success

Responsibilities

• Own the health, retention, and growth of Thunder’s strategic customer portfolio
• Lead and scale the Account Delivery Management organization
• Establish governance processes for customer health, executive alignment, escalations, and account planning
• Drive customer satisfaction, adoption, and long term value realization
• Build and maintain executive-level relationships with customers and strategic partners
• Serve as an executive escalation leader for high visibility customer situations
• Lead strategic customer discussions focused on roadmap alignment, business priorities, and delivery outcomes
• Partner with Delivery Leadership and Sales teams to ensure successful customer outcomes
• Proactively identify and mitigate delivery, commercial, and relationship risks across customer portfolios
• Lead recovery planning and executive communications for escalated accounts and projects
• Partner with Sales and Practice Leadership to support renewals, expansion opportunities, and strategic account growth
• Maintain strong executive alignment and customer engagement throughout the customer lifecycle
• Support account planning and long term customer roadmap discussions
• Organize and mentor Account Delivery Owners and Engagement Managers
• Drive operational maturity, consistency, and accountability across the Account Delivery organization
• Partner with executive leadership on organizational design, scaling strategy, and customer engagement models

Qualifications

• 12+ years of experience in enterprise consulting, systems integration, customer success, or delivery leadership
• Proven experience managing strategic customer relationships and complex enterprise portfolios within the Salesforce ecosystem
• Strong background in escalation management, executive communication, and cross-functional leadership
• Proven ability to build deep, trusting relationships with senior stakeholders and maintain a strong executive presence under pressure
• Exceptional leadership skills with a demonstrated ability to influence and collaborate effectively across Sales, Delivery, Architecture, and Finance teams
• Strong business acumen, with the ability to balance operational efficiency with commercial strategy and growth
• Active Salesforce certifications and willingness to achieve additional certifications on emerging technologies (preferred)